CBS, KCAL News, homeowners insurance hotline, 6/3/2025

Published Date: 06/03/2025

California’s Home Insurance Hotline: What CBS/KCAL’s “Home Insurance Week” Revealed About a System Under Stress

California’s homeowners insurance crisis has finally reached prime time — literally.

When CBS/KCAL News Los Angeles launched its “Home Insurance Week” coverage with a live homeowners insurance hotline on June 3, 2025, the phones began ringing before the broadcast even started — and they didn’t stop all evening.

Producers expected a busy hour. Instead, they got a real-time portrait of a system stretched thin: homeowners unable to afford premiums, wildfire victims struggling through endless claims, and retirees paying more for insurance than for their mortgage.

1. The Phones Were “Ringing Off the Hook”

As anchors announced the hotline — 818-531-9292 — reporter Christine Lazar stood inside the bustling newsroom surrounded by phones, binders, and industry experts fielding call after call.

“Our phone lines have been open since 3:30,” Lazar told viewers. “We’re hearing from so many people who have insurance-related questions — a lot of them wondering, ‘How can I afford insurance? What can I do about my fire claim?’”

Among the experts answering phones was Karl Susman, an independent insurance broker and educator who has spent years helping Californians navigate a rapidly changing insurance landscape.

“You can hear it — the phones are ringing off the hook,” Lazar said. “The goal tonight is to give people the knowledge and power they need so they can push back if they feel they’ve been taken advantage of.”

That phrase — knowledge and power — became the unspoken theme of the night.

2. “That’s Not Normal, and That’s Not Okay”

When Lazar asked Susman what themes he was hearing most from callers, his answer was immediate — and alarming.

“It seems like one of the more common calls tends to be that people are having multiple adjusters assigned,” he explained. “They start out with one, they do some work, and then get assigned another — and sometimes even another one.”

Susman went on to describe one homeowner who had been passed between five adjusters during a single claim process.

“If people are having three, four, five, six adjusters, that can be very traumatic and frustrating,” he said. “They should definitely complain, ask for a supervisor. And if they’re still not getting satisfaction, then go to the Department of Insurance and say, ‘Hey, I’m getting three, four, five adjusters.’ I had somebody that had five adjusters. That’s not normal, and that’s not okay.”

That moment resonated with thousands watching at home. For many, it was the first time they’d heard an industry insider say aloud what they’d quietly suspected: their claims experience was not standard — and it was not acceptable.

3. The Growing Problem of “Adjuster Overload”

The issue Susman described — multiple adjusters handling a single claim — is a byproduct of the strain on California’s insurance infrastructure.

When disasters like wildfires, floods, or storms hit, insurers often rely on third-party adjusters to process the surge of claims. High turnover, heavy caseloads, and regional shortages lead to inconsistent communication — and policyholders caught in bureaucratic limbo.

Each new adjuster means re-explaining the situation, resubmitting documents, and often facing different interpretations of coverage. The emotional and financial toll can be significant.

Susman’s advice to “ask for a supervisor and escalate to the Department of Insurance” provided many viewers with a clear and immediate course of action — something they’d previously lacked.

4. “How Am I Supposed to Afford This?”

Beyond claims issues, affordability dominated the evening’s calls.

Homeowners reported premiums doubling — and in some cases tripling — within two or three years. One caller told Susman she had paid $1,500 just a few years ago. Now her renewal was nearly $4,500.

“She asked, ‘What’s it going to be next year?’” Lazar recounted.

Susman’s advice: don’t panic — but don’t be passive, either.

“Shop around — and treat it like you’re looking for a new doctor,” he said. “You want someone good, someone who knows what they’re doing. Find an independent broker who can give you options.”

He added that for consumers uncomfortable with technology, there’s another route:

“If you don’t use computers, just call the California Department of Insurance,” Susman said. “Give them your ZIP code and ask for a list of independent brokers in your area.”

That simple guidance, Lazar noted, brought relief to many older homeowners watching from home.

5. Why Premiums Keep Climbing

Behind every frustrated caller lies a set of structural problems that have been building for years.

Under Proposition 103, passed in 1988, insurers must obtain state approval before raising rates — a process designed to protect consumers. But with inflation, rising reinsurance costs, and worsening wildfire risks, many insurers argue they can’t price policies accurately or fast enough.

Unable to adjust rates promptly, some companies — including State Farm and Allstate — have paused new business or stopped renewing policies in high-risk regions.

That retreat has driven hundreds of thousands of homeowners into the California FAIR Plan, the state’s “insurer of last resort.” But FAIR Plan policies only cover fire damage. To protect against theft, water damage, or liability, homeowners must purchase separate “wraparound” coverage — often at a steep premium.

It’s an expensive cycle that leaves many Californians feeling trapped.

6. “Push Back — You Have More Power Than You Think”

Throughout the segment, Lazar and Susman returned to one consistent message: don’t accept the first ‘no.’

“If you’re told, ‘Sorry, we’re not covering that,’ speak to someone you trust,” Susman advised. “Talk to your broker or agent. Ask questions. If that doesn’t work, go to the Department of Insurance. Push back — because consumers have more power than they think.”

This empowerment mindset has become a cornerstone of California’s consumer education effort.

Events like CBS’s phone bank transform frustration into action by reminding homeowners that they can challenge unfair claim practices, request written explanations, and escalate when necessary.

7. The Power of Media in Crisis Communication

While regulators debate long-term reforms and insurers struggle with risk modeling, live events like CBS/KCAL’s “Home Insurance Week” play a unique role: they connect ordinary people to real-time solutions.

The phone bank was part journalism, part public service. It gave viewers something the internet often doesn’t — a human voice on the other end of the line.

Lazar’s closing message summed it up:

“The goal of this hotline is simple — to give people the knowledge and power they need so they can push back if they feel they’ve been taken advantage of.”

8. What Homeowners Can Do Right Now

Drawing from both the CBS event and Department of Insurance guidance, here are five key steps for Californians navigating today’s volatile homeowners market:

✅ 1. Review Your Policy Every Year

Ensure your coverage reflects current rebuilding costs and doesn’t contain outdated limits or exclusions.

✅ 2. Work with a Licensed Independent Broker

Independent brokers represent multiple carriers — giving you access to more options and better pricing.

✅ 3. Keep Records of Every Interaction

Document all claim communications, especially if you’ve been passed between multiple adjusters.

✅ 4. File Complaints When Needed

If you’re not satisfied with claim handling or a denial, contact the California Department of Insurance. Their Consumer Services Division can investigate and intervene.

✅ 5. Don’t Cut Core Coverage to Save Money

Reducing coverage may lower premiums short-term but can lead to catastrophic gaps in protection.

9. Restoring Trust Through Transparency

California’s insurance system is under extraordinary pressure — but events like this phone bank show that transparency can restore some measure of trust.

By giving homeowners direct access to experts, CBS/KCAL helped bridge the gap between consumers, regulators, and the insurance industry.

“When we shop for anything — insurance, a doctor, a car — we look for someone we trust,” Susman said. “That’s the starting point. The right people make all the difference.”

Final Thoughts

California’s homeowners insurance crisis is complex — shaped by climate, regulation, and economics. But the human side is simpler: people need help understanding, protecting, and advocating for their homes.

That’s what CBS/KCAL’s Home Insurance Hotline achieved. It turned confusion into empowerment, anger into awareness, and anxiety into action.

“The phones were ringing off the hook for a reason,” Lazar said. “People are desperate for answers. And the good news is — there are people who can help.”

Because at its core, insurance isn’t just about risk. It’s about trust, transparency, and the promise of protection when it matters most.